It is that way on my brother machine as well. It is to the mm.
I have a hoop that is 160x260mm I had to reduce it to much less than 130x180 (less than 5x7) to get it to "see" the file. It is just weird. The file shows in the software as the right size...weird.
I am guessing the machine thinks the file is too large. I re-sized it down to less than 5x7 and it shows up. It doesn't work if I size it any larger than that.
Double check you have the right file type, and even also the hoop size. Sometimes the hoop size changes when I convert and my machine doesn't recognise it.
Thanks for replying.
I tried to download the wrong file type and got an error from the machine. I should probably try to download and convert a different file type. I also wondered if it was the hoop size, so I re-sized the file too hoping that it would worked. No luck yet.